Police offer Web complaint system

By Scott Merzbach
Staff Writer

Published on April 18, 2008

In what might be a first for any community in Massachusetts, Amherst police are now taking reports of minor crimes, such as vandalism and stolen bicycles, through an online incident reporting system on the department's Web site.

The system, developed by Coplogic Inc. of San Ramon, Calif., is designed to handle complaints and incidents to which a police officer does not need to immediately respond. It will also serve as a means for the department to receive anonymous tips.

Lt. Jennifer Gundersen said the complaint system, accessible from the home page of the www.amherstpd.org Web site, should be seen by the public as a way to streamline reporting and ensure that police officers are focused on crimes that can be investigated more thoroughly and emergencies that need prompt response.

"The idea isn't to do less work, but to be more efficient with the work that we do," Gundersen said.

The online reporting system grew out of budget constraints and the loss of two police officer positions last July. Gundersen said the department now has to do more with less.

"We were looking for ways to be more efficient with our man hours," Gundersen said.

With fewer officers, Gundersen said there is already greater potential for police not to be available to respond to all criminal activity. This past weekend police were stretched so thin that they had to prioritize when calls about fistfights, assaults and loud parties coincided.

Gundersen said many of the incidents that will be reported are what she terms "insurance reports," such as a car being struck by an unknown hit-and-run vehicle or a car scratched by a vandal, in which there is no suspect. These are incidents that typically either can't be followed up or don't need to be investigated until a later time, but for which a resident needs a formal police report for the insurance company.

<h4>More accurate reports</h4>

She also expects the online reports will often be more accurate and comprehensive than what could be transcribed by an officer. "We've found narrative writing about incidents is often more detailed than reports our officers are writing," Gundersen said.

The online reporting system makes a copy of the initial report and emails this back to the complainant, and within a day or two the report is reviewed by a police officer and downloaded into the department's records management system. At that time, the resident is emailed a copy of the completed report, as approved by an officer, which can be kept for personal records or insurance purposes.

If, during the review, the department finds that the report was false or a prank, the police will move to prosecute, as filing a false report is a crime in the commonwealth. Gundersen said she does, however, expect a few pranks to be filed.

Residents will be directed to this online reporting, but those who don't have Internet access or prefer to call the police station will still be able to do so. Emergencies will still go through the 911 system.

The new system's software cost $15,000, with police getting funding from the Western Regional Homeland Security Advisory Council. The annual maintenance fee is $2,000.

Gundersen said that in the first year, the work time saved by officers' not having to write reports is expected to pay for the software.

"We're really excited about being the first to offer this," Gundersen said.

Eventually, the system could be tied into a complaint tracking system the town is slated to launch in June. Already, if police get a complaint online about a pothole, it can be forwarded to the Department of Public Works for action. "We really think this is limitless in where it can go," Gundersen said.

Representatives for Coplogic and Police Chief Charles Sherpa could not be reached for comment.

Scott Merzbach can be reached at smerzbach@gazettenet.com.